Executive Director Global Support Services



18001 Executive Director Global Support Services (Open)


Position Type:

Full time






Position Details:

This position is accountable for leading a global organization that provides the strategic, tactical, and operational delivery of the CSG International Service Desk supporting all internal and external clients, products, solutions, and services that CSG offers. This includes defining the IT Service Management policies, processes and associated governance for the enterprise Incident Management, Change Management, Service Request Management, Problem Management, and Knowledge Management. Additionally, this position has accountability for the defining the direction and operation of the internal and external CSG portals. 

Essential Job Functions 

(Primary responsibilities of the job and the percentage of time spent on each to total 100 %.  Reflect the level autonomy, decision-making authority, breadth and level of work/accountability within the responsibility descriptions.)


% of Time

Define strategic direction in support of the Service Desk’s mission and CSG’s business direction and ensure solid execution.


Build strategic relationships with internal and external customers with a goal to understand our customers’ needs and direction as well as the direction of CSG’s products and solutions.   


Develop, implement and execute Service Desk and Portal annual goals that are aligned to CSG’s organizational mission and objectives.


Stay abreast of industry best practices, technology, and methodologies that positions the Service Desk to deliver against functions to generate revenue, reduce costs, improve efficiencies and provide value-based business. 


Continually develop and mentor staff in support of succession planning.     


Engage in organizational M&A activities, including required due diligence and subsequent integration actions.


Regular and reliable attendance is required.


Incumbent is accountable for professional working behavior to include building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.


NOTE:  The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive.  An employee may perform duties outside of their normal responsibilities as needed.

Typical Interactions/Relationships   

(This job typically interacts with the following individuals and groups.)

External – Customers, clients, vendors

Internal –Senior functional leaders and Executive Leadership     

Work Environment

(Work environment including any noise, equipment, space, temperature, etc. conditions.)

  • Standard office environment


(Education, training and/or certifications typically required to successfully perform the job.)

  • Bachelor’s Degree or equivalent work experience


(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)

  • 10+ years of previous management experience in a call center environment


  • Previous CSG experience

Knowledge, Skills and Abilities 

(Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.) 

  • Exceptional knowledge in Service Desk industry specific systems, practices and functional business operations.
  • Ability to provide strategic and tactical guidance through subordinate managers across one or more sub-function(s). 
  • Demonstrated ability in management, budgeting and planning. 
  • Excellent interpersonal and negotiation skills. 
  • Ability to manage multiple major function and multiple sub-functions. 
  • Ability to drive many simultaneous initiatives, typically across functional areas or companywide.
  • Ability to demonstrate thorough understanding of linkages with other business units so company-wide impact is considered. 
  • Ability to formulate concise and clear discussions with subordinates, peers and superiors including senior leadership
  • Excellent analytical and problem-solving skills with an emphasis on understanding the relationship of technical problems resulting in business solutions/issues with external clients
  • Ability to develop employees through understanding their goals and the goals of the company, understanding the employee’s strengths and opportunities for improvement while providing them a path to obtain such goals (training, coaching, mentoring, etc.)
  • Ability to use a personal computer.  Proficiency with other Microsoft Office applications.
  • Ability to read, write, speak and understand the English language in a business environment.

Job ID: 5729

Posted about 1 month ago

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